It amazes me how often I interact with the same person at a business and they treat me – and every other person who walks in their door or shops on their online store – as if it was our first time.
The hairdresser asks you to remind her what length you like your hair even though you’ve been going to her for two years and it hasn’t changed.
The online T-shirt store thanks you for choosing them to buy a shirt, but doesn’t thank you for the 15 other shirts you’ve already purchased from them.
All it takes is a note here and a note there. What this person liked. What that person didn’t like.
Businesses are failing to capitalize on the time they have to respond to recurring customers.
Jill calls the hairdresser a day before she comes in to get her hair cut. That’s a whole day to flip back in a book or search one’s Evernote for what Jill likes! Maybe you noted she was celebrating her anniversary shortly after her last hair cut, so you ask,“Do you want your hair like we did last time for your anniversary celebration? How was that by the way?”
Instead most interactions go: “What length did we go with last time?” *face palm*
The online T-shirt store has a digital database tallying all the purchases made by a particular name and card. It’s not hard to go in and add a more unique thank you to the confirmation email… but they don’t. Hell, they could even write a letter in advance to have put in the T-shirt package next time that customer ordered…but they don’t. *face palm*
I think I’ve riffed enough.
These businesses exist… but they won’t for long.
Stay Positive & Thinking Of Starting A Business? Here’s Your Differentiation ^^ Take Note
Photo credit
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